Totango

DECEMBER 6, 2021

As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey. Customer Success Now Needs a Digital-first Approach.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. Let’s find out what the field professionals actually experience. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Lumoa

FEBRUARY 16, 2023

Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. You probably know this.

Feedback 94

Feedback Best practices Analytics Surveys 94

Nicereply

MARCH 14, 2023

By dissecting the anatomy of “catchy” ideas, this book explains how to transform your messages so they stick with your audience, be it the C-suite or your own team. This book provides a simple formula for executing on your most critical priorities amid the day-to-day activities needed to keep a customer support team running.

Management 98

Management Call Center Metrics Entertainment 98

aircall

JUNE 25, 2021

The indicators of an efficient operation include digital transformation , automation, and communication, among many other factors. This is much like how a car works best when it’s well-maintained, well-engineered, and driven properly. . Improving customer experience and satisfaction. What Is Operations Management?

Management 62

Management Education Call Center virtual call center 62

Up Your Service

FEBRUARY 26, 2020

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. They mean vigilant, unwavering attention to the customer to determine actions and improvements. For some, these words represent a true transformation of organization and culture.

Customer centricity 98

Customer centricity Engineering Education Best practices 98

Revation Systems

SEPTEMBER 3, 2019

Advancements in technology have created a higher degree of convenience in communicating — from personal relationships with loved ones to contacting customer service at a business. Recently, digital transformation has shifted consumer preferences for communication and drastically improved many business-consumer relationships.

Healthcare 48

Healthcare Banking industry standards Finance 48

Avaya

MARCH 11, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Gareiss leads Nemertes Digital Transformation research. My best advice: Slow down! It’s vital to develop a DCX strategy, so there is an enterprise-wide framework, set of processes, and defined goals around each initiative.

voip 42

voip Contact Center Enterprise Analytics 42

Altivon

OCTOBER 11, 2017

The older the architecture the less likely it is to support modern innovations particularly in response to senior executive initiatives around using customer experience as a competitive differentiator. Transforming digital transformation. Ten years ago, digital transformation was synonymous with IT.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JANUARY 5, 2021

His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Jeanne Bliss. Andrew Marks.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Hodusoft

FEBRUARY 16, 2024

IP PBX Software- Optimizing ITSP Call Management for Superior Customer Experiences In today’s swiftly evolving era of the Information Technology Service Provider (ITSP) industry, it has become a necessity to ensure efficient management of call routing to deliver excellent customer experiences.

Customer Experience 52

Customer Experience Management Interactive Voice Response Telecommunications 52

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. You’ve done it! Queue the parade! Record scratch.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. If you ask us, though, the best customer experiences today are supported by customer journey analytics.

Big data 66

Big data Customer Experience Analytics Self service 66

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague.

Consulting 135

Consulting Consulting Metrics Feedback 135

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms. By Steve Offsey.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

SmartKarrot

DECEMBER 5, 2022

The management and business leaders might have all the information regarding their business, including customers, competitors, market, industry, employees, national and international rules affecting their business, etc. It can improve customer experiences by making the system faster and more efficient. Case Study 1.

Accountability 19

Accountability Management Finance Analytics 19

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

AWS Machine Learning

NOVEMBER 30, 2023

We believe generative AI has the potential over time to transform virtually every customer experience we know. And global services and solutions providers like Accenture are reaping the benefits of customized generative AI applications as they empower their in-house developers with Amazon CodeWhisperer.

APIs 124

APIs Enterprise Best practices Technology 124